Level 1 Service Desk Engineer (Hybrid)

About the position

Let me introduce you to Medicus IT, where we're not just an MSP (Managed Service Provider) - we're dedicated to healthcare. Our passion stems from the direct impact our work has on everyone's lives. Ever experienced frustration at a doctor's office because their systems were slow, delaying critical care? That's where we step in. We ensure patients receive the care they deserve by providing top-notch IT support to doctors, care centers, and health groups. As a Level One IT Support Specialist at Medicus IT, you'll serve as the initial point of contact for triaging and resolving incoming client or system-generated requests. Join us in making a real difference in healthcare while delivering world-class client experiences daily.

Responsibilities

• Deliver an excellent customer experience in all interactions
• Troubleshoot and resolve basic desktop, software, network and server issues following published escalation guidelines to ensure issues are resolved in a timely manner
• Assist clients with the installation, configuration and ongoing usability of desktop computers, mobile devices, peripheral equipment and software
• Follow standard escalation process, involving senior resources in a timely manner where required
• Responsible for creating and maintaining high quality, detailed documentation
• Work with vendor representatives to resolve software and hardware issues
• Install software, patches and updates on desktops, laptops and servers
• Perform complex virus detection and removal
• Notifies Client Success Managers when outdated equipment causes repeated issues
• Resolve backup issues and perform restore testing
• Review security parameters with clients and make recommendations on changes according to Medicus IT's standards and processes
• Actively assist Level Twos and Level Threes on projects (i.e. system migrations, virtual server configurations with high availability, server and firewall installations, VPN tunnel configuration, SAN setups, etc.)
• Configure and install firewalls, switches and other network equipment to best practice standards - must have 6 months experience minimum as a Level One at MIT before configuring network gear without supervision
• Take part in after hours On Call rotation as needed - must have a minimum of 6 months experience at MIT and have supervisor approval before joining rotation
• Perform on-site technical and customer service support, to include: Emergency/unscheduled repairs of clients' on-site technical systems and equipment
• Performs scheduled maintenance and repairs of clients' technical systems and equipment
• Network switch and server room cable management
• Works with senior resources to diagnose, troubleshoot, repair, and debug complex technical and computer systems, and software
• Follows standard procedures to isolate and fix problems in malfunctioning equipment or software
• Performs routine cleanup of client network closets including labeling, removal of unneeded equipment, and updating of documentation
• Report design, reliability, and maintenance problems or bugs to appropriate technical support team
• Address complex problems where analysis of data requires the evaluation of identifiable factors
• Exercise judgement within broadly defined practices and policies in selecting methods, techniques, and evaluation criteria for obtaining results
• Exhibit adaptability willingness to alter shifts and job requirements to meet client and MIT needs
• Comply with all safety requirements, including but not limited to: completing all required training, following all guidance provided in MIT policies, procedures, field guidelines, reporting requirements, and technical advisories. Demonstrates a pro-active approach toward safety, health, and quality in compliance with all Company, governmental and customer requirements
• Maintain tools and equipment properly and ensures that they are all in good working order
• Participate in all on-going product, equipment, technical and business-related training to maintain necessary certifications, skills, and professional knowledge
• Follow Medicus IT's defined processes, policies, service delivery standards
• All other duties assigned

Requirements

• Associates degree in technology related field OR equivalent combination of education and work experience
• 2+ years of experience in supporting Microsoft Environments
• Hands-on experience with Windows 2016/2012/2008 servers, Active Directory, Backup Technologies, Internet/DNS/E-mail/Communication issues
• Knowledge of VMWare, Citrix, VPN and Terminal Services
• Knowledge of VoIP, voicemail, analog, and vendor specific hardware/software
• Excellent problem solving and client relationship skills
• Excellent verbal and written communication skills
• Ability to learn and retain new technology skills and troubleshooting processes, team player, maintain calm and present yourself professionally in high stress situations
• Alignment with Medicus IT's core values of Doing the Right Thing, Taking Ownership and Delivering Results, Cultivating Positivity and Encouraging Improvement and Innovation

Nice-to-haves

• Preferred certifications: Network +, Security +
• MSP specific experience strongly desired

Benefits

• 401k with Company Match
• Annual Bonus Plan
• Medical, Vision & Dental Insurance
• Short-Term & Long-Term Disability Insurance
• Basic Life Insurance
• Accidental Death & Dismemberment (AD&D) Insurance
• Optional Supplemental Insurance
• Paid Holidays
• 14 days PTO (Including Birthday PTO!)
• Fully Customized Development/Growth Plans
• Certification Reimbursements
• Monthly employee appreciation events
• Fully stocked breakroom